Cancellation & Refund Policy

Purchases are final once work begins

Because lab tests, kits and Cris's time are committed as soon as you buy, purchases are final and non-refundable once that work has started. You confirm this on the agreement page before payment, and again on Stripe's checkout. This is subject to the statutory rights described below.

Your right to cancel (EU, UK and where local law provides it)

If you live in the European Union or the United Kingdom, you have 14 days from the day of purchase to cancel a distance contract without giving a reason. Because you ask us to start straight away, you pay for what has been performed by the time you cancel: once your test is registered with the lab or your kit has been dispatched, that part can no longer be cancelled, and an opened sample kit cannot be returned for hygiene reasons. To cancel, email [email protected] with your name, the service and the date of purchase; you may use the wording "I hereby give notice that I cancel my contract for the supply of [service], ordered on [date]. Name: [ ]. Email: [ ]." Any refund due is made to the original payment method within 14 days. Consumers in Australia, Canada, India and the United States keep the rights given by their local consumer law.

Memberships

• Cancel any time through the membership portal.
• Your membership stays active until the end of the month you have already paid for, then stops. Nothing further is charged.
• There is no proration or refund for part of a month.
• Calls included in a membership must be used within their three-month period; unused calls are forfeited and do not roll over.

Payment plans

Choosing a two-instalment plan commits you to both instalments. The second is charged automatically 30 days after the first. If it fails, services that depend on full payment (for example, the results-review call) are held until the balance is paid.

Rescheduling and missed calls

Use the link in your confirmation email to reschedule with at least 24 hours' notice. Calls missed without notice are forfeited. If Cris needs to reschedule, you will be offered a new time at no cost.

Lab kits and samples

Kits and lab fees are non-refundable once your test is set up with the lab. If a sample cannot be analysed because the collection instructions were not followed, a replacement kit may carry an additional charge.

Chargebacks

If you have a concern about a purchase, please email [email protected] first; most questions can be settled quickly. Agreement records are kept so they are available in the event of a payment dispute.

Your statutory rights

Nothing in this policy limits rights you have under consumer protection law where you live that cannot be excluded by agreement.